N1 Bet Casino - Player's bonus unexpectedly disappeared.

Hello,

I received an email that I had received a NOK 500 bonus at their casino. I played NOK 2 bet and won a bonus on Money jar 2. Right after the bonuses were finished, my entire balance became 0. I contacted chat, which says there has been an error where several players received a bonus they should not have received. I believe this is the casino's fault, and not the players', and they will then have to make up for themselves with the NOK 500 bonus being credited.

Dear Hansenbooss,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you fulfilled the wagering requirements for the NOK 500 bonus or was the bonus cancelled during wagering?

Do I understand correctly that you activated the second bonus that was awarded to you via email as well?

Have you requested those bonuses or did you receive them in the email automatically?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

The bonus was cancelled during wagering, like 10 minuts after i activate the bonus.

i had like 550 kr when balance got removed.

Do I understand correctly that you activated the second bonus that was awarded to you via email as well?

• No, this was a second email that was «part 2» from the first email, with terms of the gifted bonus.

Have you requested those bonuses or did you receive them in the email automatically?

• The bonus was received automatically. I have not requested annything.

Hello,

Whats the update her?

Are the bets you made with the bonus recorded in your gaming history? If so, please forward the screenshots to veronika.l@casino.guru. Alternatively, you may post them here. Also, was it a deposit bonus or a no-deposit bonus?

Hello,

Here is a screenshot of my bets with the gift I got of N1 before the casino canceled the bonus.

As I wrote earlier, this was a gift from the casino (no deposit). It also says gift under the promo history

Thank you very much, Hansenboss, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Hansenboss,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite N1 Bet Casino to the conversation to participate in the resolution of this complaint.

Hello,

The non-deposit bonus indeed dropped due to a technical error, and we would like to apologize to you for the inconvenience caused. Unfortunately, we cannot credit it again, but as you can see from your bonus history, no-deposit bonuses are not uncommon in our casino.

Thank you N1 Bet Casino team for confirming that this was a technical error. While we believe that it would be nice to make a gesture of goodwill, we will not penalize you for this.

Dear Hansenboss,

We perfectly understand your frustration. However, since you received the free bonus as a result of a technical error, and you only wagered 196 out of 15000 NOK which was the wagering requirement, you eventually didn't really lose anything. The situation would be different if the wagering was finished. We would try to convince the casino to pay you the winnings. We suggested the casino to make a gesture of goodwill but we will not penalize it. I'm afraid your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter